Group Manager, Customer Experience (Live Services)

Job Overview

Come join an innovative CX leadership team driving breakthrough growth and awesome customer experiences for TurboTax!

Intuit is seeking an experienced CX leader to lead the Customer Success Assisted Services Growth team within Intuit’s Consumer Group (TurboTax, Credit Karma). We have an exciting opportunity to evolve and accelerate the way we engage our customers to drive confidence, conversion, retention, and ecosystem adoption through intelligent expert and digital interactions. This role will drive critical cross-functional strategies and will partner closely with Product Managers, Marketing, Expert Network and Data Analysts, within the Consumer Group and across platform teams. This role will also manage teams within the organization and will be responsible for coaching both managers and individual contributors, defining team priorities, and developing the organization.

Responsibilities

• • Strong people manager with a proven track record of leading winning teams
  • Develops and grows an exceptional team of CX professionals, prioritizes the team’s work to maximize effectiveness and impact both at the individual and team level
  • Deep understanding of customer needs
  • Provides clear direction to the team on how to identify customers needs and uses a cross-functional approach to lead experiments that will test customer behavior and confirm hypotheses across craft areas and functions
  • Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations
  • Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
  • Drives strategic thinking to optimize customer success, product, and marketing efforts (inclusive of experimentation) for customer journeys, based on customer segments, lifecycle stages, and other critical customer attributes
  • Advocates for customers and creates exceptional customer experiences
  • Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences
  • Represents customer success and CX on cross-functional leadership teams and provides/inspires data-driven change around end-to-end customer experiences to improve customer and business outcomes
  • Champions data-backed storytelling
  • Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data
  • Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
  • Works closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective

  Deliverables:

  • Implements strategic practices aligned with Intuit’s values and Customer Success organizational goals, empowering teams to deliver innovative solutions to meet customer and business needs
  • Coaches others on how to leverage design thinking and process management to cultivate a continuous improvement mindset and proposes modifications of existing processes to improve customer outcomes
  • Seen as a role model for change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
  • Works on projects of high complexity
  • Independently establishes strategy and execution plan for personal deliverables
  • Makes decisions that impact cross functional priorities, strategy and outcomes

Qualifications

• 7+ years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Ability to roll-up sleeves and lead by example at both strategic and tactical levels
• Analytical orientation, creativity in problem solving, with keen business judgment
• Strong intellectual curiosity and deep desire to learn.
• Exceptional interpersonal, communication and presentation skills with the ability to tailor content for audience levels and channels
• BA/BS required; MBA strongly preferred